Job Description

Duties:
Lead and supervise our front desk team.
Train new team members and act as a technical resource.
Ensure efficient and professional front desk operations.
Own, update, and train all Standard Operating Procedures for the department.
Ensure adherence to hotel policies and procedures.
Manage schedules, workloads, and master key control.
Resolve guest concerns promptly and courteously.
Monitor room status, maximise occupancy, and analyse rate variances.
Maintain communication between departments for seamless service, ensuring the highest level of coordination between all operational departments.
Ensure personalised and heartfelt service for every guest.
Conduct regular team meetings and performance evaluations.
Monitor and control departmental expenses within budget.
Review and approve daily financial reports, including credit limit and room revenue reports.
Enforce cash-handling, check-cashing, and credit policies.
Generate and review daily front office activity reports.
Monitor and report on key performance metrics (e.g., room revenue, occupancy rates, guest satisfaction scores).
Provide detailed financial and operational reports to management.
Prepare and implement contingency plans for emergencies.
Handle unexpected situations with professionalism and efficiency.
Identify areas for service improvement and implement changes.
Stay updated on industry trends and best practices.
Foster a culture of continuous learning and development within the team.
Requirements:
Grade 12
Hospitality diploma or degree.
Minimum of 2 years as a Front Office Manager in a luxury establishment.
Proficiency in front office systems and excellent communication skills.
Protel experience an advantage.
Strong supervisory experience and administrative skills.